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Business Profile

Water Damage Restoration

Puroclean Emergency Restoration Services, St. Augustine

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Damage Restoration.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    March 2023 ********* was hired as recommended by *** *** owner of ******** ************* as it was discovered while replacing flooring that there was trouble with the sub-flooring as after 30 years it was mold infected and breaking apart in places in both the family room and living room and would need to be ripped out to the beams and replaced. ********* came out and started demolition. the entire subfloor was removed. they brought in dehumidifiers for 3 days and started replacing the subfloor. They were to replace the subfloor, re-insulate and provide a plastic vapor barrier to eliminate any moisture that may graduate to the new subfloor. When moisture was discovered under the new floor I called ********* (11/6/24) and was told the it was not their problem that there was moisture in the crawl space! Thats what they were hired to fix and alleviate. They refuse to call me back or even come out to inspect. After inspecting the crawl space ourselves it was discovered that only half of the subfloor was insulated and covered with vapor barrier which is the reason for the new mold and sagging floor. They need to return to replace any damage and insulate and provide vapor barrier and actually do the job they were payed to do. Pictures of the current state of the crawl space are attached. Many more photos are available. I look forward to taking to someone soon.

    Business Response

    Date: 11/13/2024

    We were subcontracted by *** *** at ***** ********* ************* for subfloor repairs and replacement of damaged insulation. Our scope of work did not include any vapor barrier nor were  we contracted to rectify the initial issue. The complainant was given a detailed scope of work and signed accepting outlined services in that document. These services were completed over a year and a half ago. 

    Customer Answer

    Date: 11/13/2024

    Why was half of the sub floor repair covered with "new" vapor barrier if it was not in the repair cost? 

Puroclean Emergency Restoration Services, St. Augustine is NOT a BBB Accredited Business.

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